Travel booking process worked well, easy to contact for queries. In the end, however, we were also referred to the hotel to correct invoices and they more or less took over the processing themselves. The deposit was paid by the provider at the time of booking, but surprisingly the balance was still outstanding on departure and we had to pay it ourselves on site. We were very surprised by this and it would have been necessary to point it out here, as we were traveling with a company. A private advance payment had to be made. Called both of the provider's known telephone numbers on Saturday and didn't reach anyone to clarify this. Too bad.
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Translation
Thank you for taking the time to rate our service. Your feedback is very important to us. We were happy to take a closer look at your booking based on your "harsh words".
In the previous personal hotel selection that we created and sent to you, we offered you the selected hotel with different rates. 1x with final payment on site but also 1x with full prepayment when booking. When you booked online, you chose the rate that only required payment of a deposit as a booking guarantee. As a result, it was clearly stated during the booking process and on your booking confirmation that a balance of x amount would be due at the hotel on departure. Therefore, your comment that we did not inform you of this is unfortunately incorrect. A look at your booking documents before arrival or at the latest during the payment process at the hotel would have avoided unnecessary excitement.
With regard to your criticism about the reference to the hotel regarding your hotel bill: we are agents for country hotels. It is not our responsibility to issue hotel invoices to travel customers. The hotel is always the service provider and recipient of the money and therefore the issuer of the invoice. In this respect, it is only right to refer you to your service provider. We are there for our customers almost around the clock, 6 days a week, only on Saturdays do we allow ourselves and our team a short break. In this respect, we regret that your request fell on a Saturday.
If you have any further questions, please do not hesitate to contact us personally. Otherwise, I would be grateful if you could revise the incorrectly presented points in your review.
Best regards
Annett Sievers